Associate Helpdesk Specialist

Location: Center Valley, Pennsylvania, United States; hybrid with regular attendance in the office 4 days a week

Company

Dun & Bradstreet is hiring for its Operations department.

What you will do

• Serve as the first point of contact for hardware, software, network incidents, requests, and technical problems.
• Handle support requests through phone, chat, email, and automated or directly submitted tickets.
• Resolve incidents immediately when possible and reassign or escalate issues to next-level support when necessary.
• Capture relevant information, prioritize tickets, investigate solutions, and keep users informed of progress.
• Monitor ticket queues to meet response and resolution service-level expectations.

Requirements

• At least 2 years of experience in technical support.
• Working knowledge of service desk ticketing software, remote control tools, Active Directory, and chat-session technology.
• Advanced troubleshooting, multitasking, and conflict-resolution skills.
• Excellent verbal and written communication skills, including the ability to manage multiple chat sessions.
• Ability to work onsite at the office 4 days per week and attend day, evening, or weekend shifts as needed.
• Proficiency with Microsoft Office Suite; a degree in Computer Science, Information Systems, or a related field is preferred.

Nice to have

• IT or ITIL Foundations certification.
• Bachelor’s Degree in Computer Science, Information Systems, or a related field.

Culture & Benefits

• Employee position with full-time employment.
• Ownership, proactive problem-solving, curiosity, collaboration, and continuous learning are encouraged.
• The role requires regular office attendance and the ability to work under pressure.